Complaints

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• Initial Complaint

  Date:07/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, July 5, 2023, I experienced the worst misconduct from a manager and establishment in all my years of customer service. L&K Recovery, is a towing company who is contracted with our finance company (****** **********). This company's responsibility under ****** ********** terms is/are to recover vehicles that are being or have been court ordered into repossession. As a ****** ********** Account Holder, our account was placed in "repossess" status due to non-payment. This status occurred due to financial hardship after our jobs were forfeited due to an exhaustion of medical leave from our employers. In a result, our vehicle was towed to L&K recovery on 06/22/2023 at approximately 04:30am. To explain in depth of the interaction with L&K Recovery, leading up to 07/05/2023 encounter, I would like to outline the nature of each verbal conversation via phone before the in-person. Since 06/22/2023, every conversation (Please see call log history attached) with this company, we have been pleasant, understanding, cooperative, communicated, patient, and above all respectful (of L&K Recovery's policy and procedures). On most calls, we have spoken with ***** who has been helpful at times but sadly there were times we encountered rude and unprofessionalism from ******* (Manager for L&K Recovery- Clinton location). ***** scheduled appointments for vehicle releases and to retrieve personal property and to provide any general information regarding L&K Recovery and customers. On two occasions June 30 and July 3rd, my significant other and I were scheduled appointments only to retrieve our personal property that unfortunately we could not meet due to no transportation. And on both dates, L&K Recovery were notified. Although we notified the company regarding failure to appear, we explained why the reason and still attempted to keep them abreast. Unfortunately, ******* seemed a bit much vulgar even after we displayed a simple courtesy when we couldn't make it. Continued...

  Business Response

  Date: 08/09/2023

  Complaint results from a vehicle repossession that occurred on 6/22/23. 

  Customer (*****) scheduled a property redemption appointment for 7/3/23 at 3:30pm.  Customer was advised our office closes at 4:00pm.  She did not show up for this appointment. Our office staff called customer at 3:44 to find out if she was close by.  Customer stated she was trying to get to our office by 4:00.  She was advised again that our office closes at 4:00.  Customer did not come to our facility on 7/3/23.  

  Customer called on July 5th, 2023 at approximately 9:30am. She stated that she wanted to come get her property.  Our office staff advised customer that our office opens at 10:00am.  We also advised her that we had afternoon appointments available but that our morning was booked. She was not happy with the available appointments and the fact that she needed to schedule an appointment to get her property.  She stated that she didn't need an appointment to pick up a couple things from her car. We advised her that we require appointments and that all belongings are to be taken at time of property redemption. We then advised her we could squeeze her in between other appointments at 11:30 AM. She stated she was on her way and then hung up. 
  

  She arrived at approximately 10:10am and approached the service window. We advised her she would need to wait until 11:30 before we could help her. She said ok. She walked over to look behind the gate in the lot and then back to the vehicle she arrived in. A few minutes later she came back to the window and knocked really hard. Office staff opened the window and she wanted to know why we could not help her now since she was already here. She was advised her that we had other appointments and other tasks that we had to finish before we could help. She then proceeded to use profanity and claimed we were doing nothing. We again advised her that she would have to wait and we attempted to close the window.  As we attempted to close the service window the customer grabbed the window and stopped our employee from closing it. She continued to use profanity. Another employee called 911 due to the customer's escalating anger.  She did move her hand and we were able to close the window. She walked back to her car and then proceeded to walk back and forth from her car to the window banging on it and yelling. We advised her through the closed window that the police were on the way. When police arrived, they spoke with the customer first and then came inside and spoke with office staff. We advised them of everything that had happened and told them we just wanted her to sign for her things, take them and leave. One police officer advised us to bring the papers outside so she could sign for the property at which time she verbally threatened our office manager in front of the police. Ordinarily the customer is allowed to remove property from the vehicle themselves but our lot attendant bagged the customer's property from this vehicle due to her hostile behavior.  The police assisted in the exchange of property. The customer signed paperwork and left with her property.  
  
  We frequently deal with angry customers that have had their vehicles repossessed.  Unfortunately our type of business is not well liked by all.  Some customers do not understand or appreciate that we have a commitment to our financial clients to recover bank owned collateral and follow procedures. We do our best to avoid hostile situations and the need to call for police assistance.  Our office staff believed the best decision with this customer was to have an officer assist with the property redemption process.